I’m having a hard time getting RTIR 5.0.1 to do what I want and help is appreciated.
When I’m in an Incident ticket, I usually want to start an investigation.
The right side of the Incident ticket view offers to create an Incident Report, Investigations and Countermeasures.
Now the problem: If I click on ‘Launch’ at Investigations, a new form opens, but the pre-selected queue is ‘Incidents’ instead of ‘Investigations’. The operator has to manually change from ‘Incidents’ queue to ‘Investigations’, which is redundant and makes no sense.
Interestingly, the Launch action URL is:
while it could be
and everything would be ok.
Is this a bug, since I know the behaviour in RT 4 was different?
Is there something configurable (e.g. via lifecycles) that I don’t find?
Thanks for your feedback,